One spoken request files a ticket across seventeen buildings.
Across seventeen office buildings, Aramco's facilities call centre fielded a constant stream of plumbing, electrical, and furniture requests alongside general FAQs. The call volume kept turnaround times high for every request.
Seventeen buildings generated relentless facility-request traffic. Every plumbing, electrical, or furniture issue — and every FAQ — routed through a call centre, and the queue pushed turnaround times up across the board.
An on-site IBM Watson conversational interface, fully automated, that holds a natural dialogue with staff: it registers service tickets, answers FAQs, and retrieves the status of any ticket already raised — with no human operator in the loop.
More than 250 request types, each with multiple sub-requests, are now recognised and routed at 98% accuracy — and a complete ticket is generated in the system from a single voice command.
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